Customer relationship management in banks with special reference to Bangladesh

Wise, Victoria and Ali, Muhammad 2009, Customer relationship management in banks with special reference to Bangladesh, in AIBSW 2009 : Proceedings of the 2009 Academy of International Business (AIB) US Southwest Chapter Annual Conference, Academy of International Business, Southwest Chapter, East Lansing, Mich., pp. 45-57.

Customer-banker relational behavior is dynamic and fast-changing and better interpersonal relationships tend to be characterized by their quality. Banks in Bangladesh are functioning increasingly under the competitive pressures originating from the banking system from non-banking institutions as well as from the domestic and international capital markets. In order to expand banking business, as well as sustain it in the long run, it has now become essential for banks to focus on developing long-term relationships with their customers. One facet of the efficient management of banks is the matching of customers' needs and banking products. Banks, when creating new products, should take into consideration their customers' needs informed by market research programs. In this paper we examine whether banking products in Bangladesh address customers' needs.

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Every reasonable effort has been made to ensure that permission has been obtained for items included in DRO. If you believe that your rights have been infringed by this repository, please contact drosupport@deakin.edu.au.